How do I do a call history report
I'm trying to build a report that shows who's allocated or picked up a calls within Service Desk. Any ideas as the fields within the built in reporting don't seem to hold this information?
Change Calendar Issues
I have noticed an issue in the change calendar: I navigated to the change calendar, then selected "Week" to view this week. I then changed the filter to "All Changes" and the view moved forward by one month. I changed the view again, and it again moved forward by a month. I'm guessing this is a problem because it is close to the end of the month, and the system is selecting the wrong time frame to view.
ServiceDeskPlus SSL Certificate
Hello Can i have two or more certificates to my servicedeskplus? Example: https://name1.testing.com and https://name2.testing.com If yes, i've created a new keystore to the "first" certificate (name1.testing.com) and then a genereate the CSR How do i generate the second certificate? Thanks in advance for your help Rgds
Email Alert for Priority 1 Ticket
Everyone, When Priority 1 tickets are logged, I want an email to go to a ServiceDesk Group, or an email address. I can see how to assign a P1 ticket to a group, but I can’t see how to create the email. I’ve looked in Business Rules and in Notifications. Any help?
how to a) create a copy of a standard report? b) cross the two modules Resources and Software in SQL?
Hello I would like to create a report based on the standard report 'Software Summary Report' of the 'Workstation Summary Reports' section. I.e., I want to create a list showing on which workstation is installed "Acrobat Reader" for instance ==> Filter on 'Software name' Is it possible to create a copy of the standard report 'Software Summary Report' and edit the copy? How? If not, how can I cross the two modules Resources and Software. This is not possible via the 'new custom report' function. Can
Customer Report Help, List of Workstations and Date Certain Software Removed
Hi, I am looking for a report that will list a workstation, user assigned to it, and date a specific software was removed. Looking to generate a report that will list all workstations/servers on when we uninstalled office 2000. Also would like one that shows when a specific software was installed. Thanks,Dave
"Email" on Requester's login page
Is there any way for me to put the "email" field as the Requester is logging in Requests?
Renderer Exception when showing addtional asset fields
I upgraded from 7022 to 7500 and then to 7502 (finally! sighsss), and restored the data. Now I have a problem, I am getting [Renderer Exception] caption for the asset grid columns when showing addtional asset fields. The real name of the additional field is not shown, only this strange caption and the asset grid's "column chooser" cannot be displayed! What happens?, The new release is very nice but Im still suffering with 7.5!
How do I allow a technician to create venders and items when they are creating a new PO?
I tried to setup a new role and allow full control in purchase but they can not create venders or items. I did assign the new role to the tech. Thanks Marty
Change the reply-to address to the assigned techs name?
By default, ServiceDesk sends a reply email to a requester and the reply address seems to be the SMTP reply-to address (like helpdesk@mycomp.com). So if a requester puts in a ticket, and I hit the reply button to ask the user for more information- when they reply it goes to helpdesk@mycomp.com. That would be fine if we are doing the pop3 pickup thing- but we are not- and I would like it to go directly to the technician. Is there a way to change this to the assigned technicians name?
Asset Disposal State
If an workstation asset is set to a "disposed" state, can if be made so that that same asset does not show up under "workstations failed during scan". If its disposed its obviously not plugged into the network and will not scan. We have about 10 older pcs in there showing up. Thanks, Dave
Asset Discovery: Restrict AD Scan to 1 folder OR IP Range failures
Evaluating the FREE, 1 Technician version. Need to discover Assets but I am unable to get much information on it. 1) AD Scan needs to be restricted to 1 OU folder - is there a way to do this? I am 1 department of a larger organization and we only have 1 OU folder where our assets are. I don't want to scan the entire domain and pull in other departments comptuters. OR 2) Using Network Discovery, IP Range - I get about 50% failure rate and don't know if it is a simple firewall issue or not.
Asset Management purging of old assets
I need to get our Asset component of SD+ better functioning, we currently have 18 months of info there and I think very little is of interest. Is it possible to remove all assets and scan again?? Or is there a better way, we are using MSSQL and V7008? Thanks in advance
Loss of Formatting
When a technician or a requestor enters information into the Description field and formats it using the built in text tools in ServiceDesk, once the request is submitted the formatting is lost (such as if you change the text to blue and bold it changes it back to black but keeps the bold.) Same goes for when a technician enters a resolution and uses the text editor to change the text (such as to make something bold and red so the requester will see it when the automated e-mail is generated). Any
which folder contains the logos?
hello, we use a cold standby client/db setup here and this weekend i had to do a failover. i had thought that by copying the custom, inlineimages, and file attachments over from the production sever that everythign would be on the new server (outside of my DB which is stored on a SQL box)....but this is apparently not the case. where do the custom logos get stored in service desk plus? thanks. i took a hit on my test by auditors; and that is annoying since i called support and was told that those
Request for Report Query Help
Hello all- I was a bit surprised to find (or rather, not find) that a very typical report I see in most inventory/helpdesk apps is not a canned report in Service Desk. What I want to be able to do is for it show me a list of filtered apps- and what Workstations they are on. For instance- I need a report that tells me all the PC's that have Adobe Reader and Adobe Acrobat- and show me the version they are. I started to edit a query, but just couldn't get it to come up right, so I got close and exported
pls help on SQL statement : number of times per installed software per department
Hello Could anybody give me please some help on a query which reports me the number of times a software has been installed in a department. Here is the list of the installed softwares. How to extend the query whith the information of the department? SELECT Max(SoftwareList.SOFTWARENAME) "Software",Max(SoftwareList.FILEVENDOR) "Manufacturer",COUNT(DISTINCT(SoftwareInfo.SOFTWAREINFOID)) 'Installed' FROM SoftwareGroupMember LEFT JOIN SoftwareList ON SoftwareGroupMember.PARENTSOFTWAREID=SoftwareList.SOFTWAREID
Phantom Report
Some of our users are receiving a scheduled report email every morning from SD+. However, the email does not have the actual report (either as a spreadsheet or .pdf file) visible unless you forward the email, then it shows up. That's one issue. But the main problem I have is that they no longer need to receive the report. I log in as the administrator and there are no scheduled reports in the system. There is not even a built-in report by the name of the one they are receiving. So now I have
How To Setup A Default SLA That will be Applied To All Requests ?
Hi There, How Can we setup the SLA so that a default time frame (let's say 4 hours) will be applied to all incoming requests ? Thanks
Asset Discovery
I am trying to find some documentation on this.. and the Admin and User guides don't seem to help. I need to discover assets on an AD domain. 1) Unfortunately I am a single department of a multi department organization. Active Directory Domain contains multiple OU folders. I want to scan just 1 OU folder for assets.. not the entire Domain. I can't find a way to restrict the discovery of assets to 1 OU folder within a domain. OR 2) Scanning a Network (IP Range), I get about 50% failures -- I think
"Moving" History to Another Technician?
We originally bought SDP with 3 technicians included. One of the technicians so named is (of course) the Administrator login. However, only two of us need access on a regular basis in the course of our jobs. One of us has been signing on with the Administrator login, and I'd actually like to change that. Is there a relatively easy way to "move" all that ticket and request history over to another technician login?
Technicians the ability to delete communications from the Requestor Conversation
I would like to allow technicians the ability to delete communications from the Requestor Conversation portion of a request. They currently have the delete button but they get a screen saying they do not have sufficiant rights when they attempt to delete a communication. Example: A technician sent an email to ServiceDesk Plus with an incorrect request number in the subject. (##wrong request number##) The technician would like to delete the incorrect communication. Does anyone know where the setting
Solution search not working.
Hi, Im using SD 7.5 build 7509. I have populated the solutions tab with some of my own solutions, but I am finding that the search isnt picking them up even when you enter the keywords! If there is one key word then its fine like "excel" but if its like "file not found" then it will not find it even if you put that into the key words and type that into the search. I have tired different ways like putting file not found, file, not, found, "file not found", and nothing comes back. Does anyone else
Can tasks be included in Preventative Maintenance Tasks
So far, I cannot find how to do this. Effectively I want to create automated 'Daily Check' Procedures for the technicians. Rather than create a new request for each morning's activity (e.g. server checks, voicemail, email and other 'routine' functions), I'd like to create a request not disimiliar to a 'New Joinee' template. The New Joinee (default) template includes a plethora of tasks to be completed, before the request can be closed. Following the same logic, it would be useful to have this created
Asset Management : Issues & Questions
Hi, There two areas of Asset Management I’m having problems with. 1. Multiple IP’s We have a number of servers that host multiple IPs (Typically IIS boxes). Some of these servers host up to 20 IP’s. How can I get SDP to classify these as one Server? 2. Workstation Classification Everything is detected as a Workstation. How can I change the “IT Asset” to something other than “workstation” or “server”? SDP v7.5 Build 08 Many Thanks Marc
Deletion history log?
I believe in older versions of ServiceDesk Plus you were able to look at a history log and it would tell you if any tickets, assets, etc were deleted and when. Is that possible in ServiceDesk 7.5? If so, how can I do that? And if not, is this something we can look at getting built into the next major build release? Thanks, Alex
Request updates and technician acknowledgements
Is there any way of tracking technician request updates? Lets say a technician has 20 requests, and 3 of them have not been updated in 4 days...is there a display where the technician can view which requests he needs to update so the user is informed and the technician stays on top of his ticket management? Are there any custom reports that can be run by technicians/managers for requests that have been idle in the queue for xx amount of days/hours? Thanks, Justin
SMTP Email in SDPlus
Hi When wil we see SMTP email in service desk plus, as it would be very useful for all of us who use microsoft exchange as currently we cannot use the email features fully ANdy
Email Fetching Issue- Service Desk Application From Exchange 2007
Hi, We are using AdventNet ManageEngine ServiceDesk Plus 7.5.0. Recently we are facing issues with email fetching of Service Desk Application from Exchange 2007 Hub server. The issue is with the error while configuring the POP mail server settings. The error says " FAILURE :Email Settings saved successfully. But error occured while trying to check connection with mail server - Problem connecting to mailbox". I'm able to telnet to the exchange server from the Service Desk Server, telnet to port
Problem with Services Desk
I have prolem with Services Desk , this is error and it's crash , i using Version : 7.5.0 Build 7507 The ManageEngine ServiceDesk Plus service terminated unexpectedly. It has done this 10 time(s). For more information, see Help and Support Center at http://go.microsoft.com/fwlink/events.asp.How do i do , plz help me , thanks !
Is there a way to send the notifications ONLY when the status of the ticket is Updated ?
Hi there, Is it possible to configure the notification rules in such a way that it will ONLY send the notification email to the requester when the status of the ticket is updated / changed ? Your immediate help will be very much appreciated. Thanks
Contract Field Size
Hi, Is there anyway to increase the size of the Contract View field? I have several contracts which I have created starting with the same words, namely 'Symantec Backup Exec.........' with various agent endings and when viewed on the main screen I haven't a clue which is which as only the first 20 or so characters are displayed so have to click through all of them to find the one I need. By removing certain columns doesn't increase the size of the remaining ones either?? Please advise if this can
Notification Rule - Acknowledge Requester by Email when the request is updated
For the Notification Rule "Acknowledge Requester by Email when the request is updated" what events/fields trigger the status of "updated"?
Multiple databases
Can SD+ manage this?? I ask as we have 3 installations and would like to manage from one console/application server, but keep databases seperate as they now are quite different? Can this be done and if so how? I know I will need licences to do so, but can work with that, but what else do I need? Am running MSSQL, SD+ 7008, moving to 750? very soon, once testing is sorted on TEST environment
Catogoies
Hello Does anyone know the ITIL way to use Categories. Should the requester select the category or should it be the Technician? I would have thought it should be the technician otherwise the cateogories will be wrong as the requestors do not always know what catogory the incident falls into. Also to use business roles which are specific to a category this would not be possible if we should let the requestor choose the category? regards Ash Parmar
SD-15312: Inaccurate calculation of due by time of a request
Hello, This was due to be fixed in 7509 as is still listed as such on the known issues page, but it isn't in the readme for the 7509 update anymore, and it doesn't appear to have been fixed. This is causing us issues with our SLA reporting. Can you let me know if it is going to be fixed soon? David
Change options in CAB approval screen
Currently when a CAB member views a change, they have two options - "Approve" and "Reject". Strictly speaking, CAB members do not approve change, they only recommend it. It would be good if this screen were updated to reflect that.
name field in requester details giving error.
Hi, A user is attempting to log a request but the name field in the requester details won't accept any value, be it her name or otherwise. Any help? Thank you Thomas
Universal Asset scanning
Is there a way of doing a universal asset scan in servicedesk?? We have a load of machines in our asset system in service desk that were added at the beginning of the year, but these scans will be out of date now. Is there a way to do a single scan, that will go out onto the network and update every machine information we have on our asset system? All machines share generic names on the network, is there therefor a way to tell the system to say "scan all machines with names beginning "SCR" as an
Reporting on Tasks
Hi All, I was wondering if anyone knows or can point me in the right direction on how to report on completed tasks by technician? Ideally i would like a pie chart on how many tasks each technician has completed/closed for the previous month Included in
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